Pengukuran Kinerja Fungsi Shared Processing Center Berdasarkan Kualitas Layanan Menggunakan Model Servqual

• Main Authors: , Arya Gilang Ramadhan, , Dr. Kuncoro Hartowidodo, M.Eng.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/120304/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60326
• Institution: Universitas Gadjah Mada

The implementation of shared service concept in Information Technology Department needs a valid measurement in order to improve the quality of services. PT Pertamina (Persero) has implemented the concept of shared services through its department called Shared Processing Center (SPC). SPC is a function formed in Pertamina to centralized SAP data processing from either headquarter or subsidiaries. It�s provide data processing services in SAP system. The purpose of this study is to evaluate SPC performance based on services quality gap. This study is also purposed to formulate strategies to improve SPC performance based on services quality. This study is using SERVQUAL metodh to measure services quality gap. SERVQUAL is effective that it covers services quality dimensions such as tangibles, reliability, responsiveness, assurance, and empathy. Data has been collected through questionnaire from SPC�s client, management, and employees. SERVQUAL score then analyzed by the SERVQUAL gap analysis and quadrant analysis. The result of this study shows that there�s -0.4968 on services quality gap. It shows that SPC has not yet met customer expectations. Moreover, this study also found that the services quality gap caused by employee factor. Employees have not met the performance standard set by the management. Strategies to improve the service quality are formulated by reducing the gap from management and employees.